CFM Quality and Performance Management 2 — Questions and Answers
Question 1: A balanced scorecard for facility management typically includes which four perspectives?
- Cost, Quality, Speed, Safety
- Financial, Customer, Internal Process, Learning & Growth (Correct answer)
- People, Planet, Profit, Performance
- Strategic, Tactical, Operational, Administrative
Correct answer: Financial, Customer, Internal Process, Learning & Growth
The Kaplan-Norton balanced scorecard framework uses Financial, Customer, Internal Process, and Learning & Growth perspectives to give a holistic performance view.
Question 2: What does the term 'service level agreement' (SLA) define in an FM context?
- The total annual budget for FM services
- The minimum acceptable performance standards for contracted services (Correct answer)
- The number of staff required per building
- The energy efficiency target for HVAC systems
Correct answer: The minimum acceptable performance standards for contracted services
An SLA formally documents the expected service levels, response times, and performance metrics that a service provider must meet.
Question 3: Which quality management methodology uses Define, Measure, Analyze, Improve, and Control phases?
- Lean
- Six Sigma DMAIC (Correct answer)
- Total Quality Management
- ISO 9001
Correct answer: Six Sigma DMAIC
Six Sigma's DMAIC methodology provides a structured data-driven approach to eliminating defects and reducing process variation.
Question 4: Energy Use Intensity (EUI) is expressed in which unit?
- kWh per occupant
- BTU per square foot per year (Correct answer)
- Tons of CO2 per year
- Watts per hour
Correct answer: BTU per square foot per year
EUI is measured in British Thermal Units (BTU) per gross square foot per year and is the standard metric for comparing building energy performance.
Question 5: A customer satisfaction survey returns a Net Promoter Score (NPS) of +45. How should the FM director interpret this?
- 45% of respondents are detractors
- The FM team is performing below average
- More promoters than detractors exist, indicating strong satisfaction (Correct answer)
- Total satisfaction scores average 45 out of 100
Correct answer: More promoters than detractors exist, indicating strong satisfaction
An NPS of +45 means promoters significantly outnumber detractors, which is generally considered a good to excellent score for internal FM services.
Question 6: Which document formally records the planned versus actual performance of an FM service over a reporting period?
- Service level agreement
- Performance scorecard (Correct answer)
- Asset register
- Work order log
Correct answer: Performance scorecard
A performance scorecard captures planned targets against actual results across defined KPIs, enabling trend analysis and accountability.
CFM Quality and Performance Management 2
A balanced scorecard for facility management typically includes which four perspectives?